We booked this reservation to attend a concert. Check-in was to be at 4p. The hotel had sent an email that checking in prior to that would result in a $25 charge, so we made sure we checked in well after 4p. We got there at 4:45p and were told our room was not ready. There were already three other men in the lobby waiting on their rooms. asked how long it would be until the room was ready. The front desk said about 10 minutes. We sat to wait with the other men who were waiting. They told us they’d already waited more than 30 minutes. After 10 minutes passed, I asked if there was a restroom at least I could use and change clothes in. We were told the lobby restroom was out of order. I asked if I could just change in it, but was told no because it was flooded. We continued to wait. Others tried to check in and also had to wait or were turned away altogether even though they had a reservation supposedly. Some guests came back and had been there even earlier to check in, had gone to a restaurant, and still didn’t have a room ready upon returning. After waiting patiently more than an hour, we went up to ask if they knew when it would be ready because we were going to miss the concert. They had no idea when the room would be cleaned. So we had to pack our luggage back into the car and go on to the venue not knowing when/if we would have a room ready when we got in late after the concert. Several guests were also attending the concert and were obviously frustrated and upset.
